Employee Satisfaction Survey Spring 2000 Results and Analysis€¦ · Employee Satisfaction Survey...

Office of Institutional Effectiveness

Employee Satisfaction Survey

Spring 2000

Results and Analysis

Martha L. Oburn

Associate Vice President for Institutional Effectiveness

Employee Satisfaction Survey

Spring 2000

Table of Contents

Table of Contents………………………………………………………………..i List of Tables and Figures…………………………………………….…………ii Analysis……………………………………………………………………...1 - 7 Tables and Figures………………………………………………………….9 – 40 Survey Form……………………………………………………………….41 - 42 Note: Tables and Figures were prepared with the assistance of Dana Winer, Intern from the University of Texas at Austin.

List of Tables and Figures

Number Page Title

Table 1 9 Employee Satisfaction Survey Return Rates Table 2 10 - 11 College-wide Offices/Services: Use by Number Requesting or Receiving Services

Table 3 12 - 13 College-wide Offices/Services: Ratings of "Overall Service" by Percent Satisfied

Figure 1 14 - 15 College-wide Offices/Services: Relationship between Use and Dissatisfaction with Overall Service

Table 4 16 Highly-used College-wide Offices/Services: Ratings of "Overall Service" by Percent Satisfied

Table 5 17 Highly-used College-wide Offices/Services: Ratings of Dissatisfaction with Promptness, Quality, Attitude, and Overall Service In Order of Percent Dissatisfied with Overall Service

Table 6 18 - 19 Highly-used College-wide Offices/Services: Ratings of "Overall Service" by Dissatisfaction Level of All Respondents

Table 7 20 College-wide Offices/Services: Full-time Faculty Ratings of "Overall Service by Percent Dissatisfied

Table 8 21 College-wide Offices/Services: Adjunct Faculty Ratings of "Overall Service by Percent Dissatisfied

Table 9 22 College-wide Offices/Services: Non-Faculty Ratings of "Overall Service by Percent Dissatisfied

Table 10 23 Campus-based Offices/Services: Use by Number Requesting or Receiving Services

Table 11 24 Campus-based Offices/Services: Ratings of "Overall Service" by Percent Satisfied

Figure 2 25 Campus-based Offices/Services: Comparison of Use and Satisfaction with "Overall Service" by Percent Satisfied

Table 12 26 Campus-based Offices/Services: Ratings of "Overall Service" by Percent Dissatisfied

Figure 3 27 Campus-based Offices/Services: Comparison of Use and Dissatisfaction with "Overall Service" by Percent Dissatisfied

Table 13 28 Campus-based Offices/Services: Ratings of "Overall Service" by Dissatisfaction Level of All Respondents

Table 14 29 Campus-based Offices/Services: Full-time Faculty Ratings of "Overall Service by Percent Dissatisfied

Table 15 30 Campus-based Offices/Services: Adjunct Faculty Ratings of "Overall Service by Percent Dissatisfied

Table 16 31 Campus-based Offices/Services: Non-Faculty Ratings of "Overall Service by Percent Dissatisfied

Table 17 32 Employee Satisfaction Survey Spring 2000 Respondents "Most Familiar" Campus

Table 18 33 - 38 Campus-based Offices/Services: By Campus Ratings of "Overall Service" by Percent Dissatisfied

Table 19 39 Campus-based Offices/Services: Dissatisfaction with "Overall Service" by Percent of All Respondents Dissatisfied

Table 20 40 Campus-based Offices/Services: Ratings of Dissatisfaction with Promptness, Quality, Attitude, and Overall Service

Analysis

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Austin Community College Employee Satisfaction Survey

Spring 2000 Summary

In order to provide the College with information to enhance its ability to meet the needs of its employees, an Employee Satisfaction Survey was administered in Spring 2000. The results of this survey were analyzed to determine which areas of the College were best meeting employee expectations and which were perceived as being less responsive. Areas with the lowest over-all ratings are provided with more detailed analysis and will develop plans to address the concerns expressed by ACC employees. Survey Development and Administration The Spring 2000 Employee Satisfaction Survey [see Appendices] was based on a bubble form that had been developed and administered in 1996. In Fall 1999, it was modified to reflect the then current organization of the college and reviewed and approved by the Executive Vice Presidents and the Employee Association Presidents.

The survey form was divided into two main sections covering College-wide services and Campus-specific services. The Campus-wide services included 63 offices organized by administrative area.* For each office, respondents were given an opportunity to indicate if they had requested or received services during the past year. They then rated the Promptness, Quality, Attitude and Overall Service of the offices with which they were familiar

In March 2000, the questionnaire was mailed to 2,903 ACC employees. It was mailed to home addresses to ensure that those without campus mailboxes would receive it. The employee address lists were provided by Human Resources and included all Full-time and Adjunct faculty, as well as all Profession/Technical, Classified, and Administrative employees. In addition, the form was sent to a sample of 306 hourly employees and 392 Continuing Education and Adult Education Faculty.

The overall return rate was 15.4%, but rates varied greatly by employee group. The highest return rate was 42.9% of the 28 administrators. By group, about one-fourth of the Full-time Faculty and Professional/Technical staff returned the questionnaire. One-

* It should be noted that the College organization has changed since the form was developed. However, all discussion and analyses are based on the areas as they were at the time the form was developed.

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fifth of the Classified staff responded. The Hourly and Continuing Education/Adult Education groups had the lowest return rates, 2.9% and 1.3% respectively. [See Table 1]

A number of comments expressed concern about the survey instrument—that it is overly long and cumbersome. As one faculty member commented, “This survey is ‘too busy’ to complete in a ‘few minutes’.” Another indicated, “This survey was too long. Next time ask only about 10 questions.” Thus, the length of the survey may have adversely affected the response rate. Other comments suggested that some respondents are not familiar with the offices listed: “The design of this questionnaire is poor at best. There should have been some kind of explanation of what each office was responsible for. I don’t believe that most employees know these departments ‘official’ name.” This may have impacted response rates for individual offices.

The forms were scanned into a data file and data aggregated by office for each

question. In the following analysis, results for the College-wide services are based on all respondents who indicated that they had used or received the services of a specific office during the past year. Campus-specific results are based on those who indicated a specific campus as their primary campus and who requested or received services in the past year. College-wide services: General Results

Table 2 provides a list of Offices in order of the number of respondents indicating use. Response rates for offices varied. The number of respondents requesting or receiving services ranged from a high of 280 for the Payroll Office, to a low of 10 for the Government Relations Office. The mid-point for all offices was 17.7% or 79 respondents.

Many offices did not have high numbers of respondents indicating that they had

requested or received services during the past year. The level of use is an important factor to consider in analyzing employee satisfaction. If it can be assumed that offices that are used more have greater impact on employee satisfaction, then the College needs to focus its analysis on these areas. Most-used areas are concentrated in the Human Resources and Business Affairs areas. This is not surprising, considering that these offices provide services that affect all employee categories. For example, all employees receive payroll and benefit services as part of the compensation process.

Table 3 lists all 63 college-wide offices by the percent of the respondents

indicating they were Satisfied or Very Satisfied with the services provided by the area. The areas with the highest level of satisfaction—over 80% of respondents---include Risk and Insurance Management, Word Processing Services, and the Office of the Dean of Advanced Technology. Other offices with high rates of satisfaction included the ACC Foundation, the Office of the Dean of Communications, and the Office of the AVP for Academic Programs.

To determine where the College needs to focus efforts on improving its services, levels of dissatisfaction must be analyzed. Figure 1 and its adjoining Legend illustrate the relationship of Use and Dissatisfaction for all College-wide offices. Quadrant

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boundaries were based on the mid-points of each dimension, Use and Dissatisfaction. Offices with high levels of both Use and Dissatisfaction are located in the upper right quadrant. Of the 18 areas, only six were not in the Human Resources or Business Services areas. For example, the Payroll Office [# 5 on Figure 1] was the most highly used office in the College. Highly Used offices that had lower levels of dissatisfaction are in Quadrant 4.

Table 4 lists the 29 offices with 80 or more respondents in the order of highest

levels of dissatisfaction. Of these, 18 are of special concern because over 20% of respondents indicated dissatisfaction with the services provided during the past year. These areas warrant more detailed analysis.

College-wide Services: Promptness, Quality and Attitude

The ratings discussed thus far have been based only on the responses to Overall

Service. To assist in developing an additional set of information, three dimensions were also rated, Promptness, Quality, and Attitude. To the extent that it is possible to determine effects of these factors, trends in these dimensions may assist areas in developing plans to improve their effectiveness in meeting employee needs.

In general, Promptness was not highly rated. As Table 5 shows, the percentage of respondents indicating dissatisfaction with Promptness was higher than that of Overall Service for 17 of the 29, or 58.6%, highly used offices. Even for offices that had lower levels of dissatisfaction, Promptness tended to be an issue. Of those highly used offices with Overall Service ratings below 20% dissatisfied, 7 of the 12 areas (58.3%) had Promptness dissatisfaction ratings that were more that two percentage points higher than their dissatisfaction ratings for Overall Service. While Promptness tends to be problematic for most areas, it is clearly an issue for several offices where the Promptness dissatisfaction percentage was more than 5 percentage points higher than the Overall Services dissatisfaction rating. These include: Personnel Records, Computer Help Desk, Employee Benefits Office, Accounts Payable, ACC Net Services, IT Systems Support, Physical Plant, and Telephone Services. On the other hand, Service Attitude and Quality ratings tended to track with Overall Service ratings. Most Service Attitude and Quality percentages were within 5 percentage points of the Overall Service ratings. College-wide services: Employee Group Trends For purposes of this analysis, employees were grouped into three categories: Full-time Faculty, Adjunct Faculty, and Non-faculty. Table 6 summarizes the results for highly used offices by these three groups. Dissatisfaction rates varied by employee group. For example, while all groups were dissatisfied with the Payroll Office, the percentage dissatisfied ranged from 51.7% for Full-time faculty to 20.3% for Adjunct faculty, with Non-faculty being in the middle at 33.3%.

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Focusing on highly used areas in Table 7, Full-time faculty were most dissatisfied (over 50%) with Employment Services, Payroll, Personnel Records, Employee Compensation, the Office of the VP for Business Services, AVP for Human Resources, and the Office of the EVP for Administration. In less used areas, this group had higher levels of dissatisfaction than other employee groups for the Office of the Marketing and Public Information Executive (52.2%) and the Marketing Office (68.4%). Adjunct faculty generally had lower levels of use than other groups, as shown in Table 8. Their highest levels of dissatisfaction were with Employee Compensation (44.4%), Employment Services (42.3%), Maintenance (38.5%), the Office of the EVP for Administration (36.4%), and ACCNet (35.5%). Non-faculty (Table 9) tended to be less dissatisfied overall than faculty groups. Their highest levels of dissatisfaction occurred with Payroll (33.3%), Employment Services (35.2%), Employee Compensation (32.7%) and Office of the VP for Business Services (32.7%). College-wide services: Comments Written comments were made by a number of respondents.* Most comments focused on areas relating to customer service. Several mentioned customer service specifically:

“All offices need to focus on customer service.” “There are many departments at ACC that need customer service training. They also need to realize that we are each other’s customers. Sometimes I am saddened by the way some people treat co-workers and students.”

“However, my overall impression is that all units lack a sense of urgency. Services are provided when ACC employee speed permits.”

“…employees are rude…” Dissatisfaction with customer service was also reflected in comments about contacting offices. Many respondents specifically referred to difficulties related to the use of telephones:

“I rated several offices dissatisfied because whenever I call them I can never get anyone to answer the phone and I am usually trying to help someone at that time. I think voicemail is overused.”

* Comments on specific offices wi ll be shared with the individual areas.

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“An observation: when calling offices for service, there is a tendency on the part of clerk or office workers not to answer the telephone. The automatic answering machine does most of the phone answering.” “My biggest complaint w/HBC is their reliance on voicemail. It is very hard to get hold of a ‘live’ person. Since adjuncts share offices and hold varied office hours, we can be hard to reach.”

Several respondents mentioned the appearance of the campuses and dissatisfaction with custodial services:

“Custodial services in the classrooms and halls are very poor.” “Classrooms are filthy.” “The contracted services are poor!” “I find the filth and overall appearance of campuses disgusting.”

One respondent did indicate that there had been some improvement:

“Custodial service prior to this semester - it has improved a lot.” On the other hand, some respondents were more positive overall:

“I am very, very excited to see the results of this. The majority of these services have improved a great deal in the past 6 mo!” “I have seen an improved, helpful attitude from several offices at HBC (this was not the case last year).” “I love ACC; I love teaching there and also enjoy taking classes.”

Campus-Based Services: General Results Analysis of campus-based services focuses on both general results and campus-specific responses. In aggregate, campus-based areas received higher numbers of responses over-all than those that are college-wide. All but six areas had 80 or more respondents (See Table 10). The aggregate analysis will focus on areas with 80 or more respondents. It is also interesting to note that campus-based services had higher satisfaction levels and lower dissatisfaction ratings over-all than college-wide areas. Table 10 provides information on the number of respondents who indicated they requested or received services from a campus-based office/service. Campus Police (294 or 65.5% of respondents) and Duplication Services (290 or 64.9% of respondents) were

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the most used areas. Also in the top five were Mailroom Services (267 or 59.7%), Campus Managers Offices (226 or 50.6%), and Custodial Services (225 or 50.3%). In general, respondents were most satisfied (over 80% satisfied) with Learning Resources (89.0% satisfied), Duplication Services (85.9%), Evening Supervisor’s (83.3%), and the Learning Labs (81.5). (See Table 11 and Figure 2). They were most dissatisfied (over 20%) with Bookstores (27.5% dissatisfied), Advising Offices (26.3%), Offices of the Campus Deans of Student Services (24.0%), Custodial Services (23.6%), Micro Computer Support Services (23.5%), that the Counseling and Bursar’s Offices (20.2%). (See Table 12 and Figure 3). Campus-Based Services: Employee Group Trends As Tables 13 through 16 show, ratings vary by employee group. Table 13 provides summary data for all campus-based areas for each employee group as compared to the overall dissatisfaction rating by all respondents. Tables 14 through 16 list ratings of high-use areas for each employee group in rank order of dissatisfaction level. Some areas listed in Table 13 were not included on the employee-group based tables because they were not highly used by that group.

Table 13 shows a wide range of dissatisfaction levels for all employee groups. Ratings also varied by group. For example, Bookstores had high levels of dissatisfaction for faculty groups, but non-faculty were more neutral in their assessment. On the other hand, non-faculty were more dissatisfied with Counseling Services than either faculty group.

As shown in Tables 14 through 16, Full-time faculty were most dissatisfied with the Bookstore (38.3% dissatisfied), Office of the Campus Dean of Student Services (34.3%), Custodial Services (32.9%) and the Financial Aid Office (31.8%) while Adjunct faculty were most dissatisfied with the Bookstores (32.3%) and Micro Computer Support Services (22.7%). Non-faculty were most dissatisfied with Counseling Offices (34.1%) and Assessment Centers (32.0%). Campus-Based Services: Campus Trends Respondents were asked to indicate the campus with which they were most familiar. Numbers for mail ACC campuses ranged from a high of 99 for Northridge to a low of 13 for Eastview (see Table 17). Results for Eastview, Cypress, and Pinnacle should be analyzed with caution, since these campuses had few respondents. In addition, it is not be possible to do detailed analyses by campus for employee groups since this would result in too few respondents to be valid. Table 18 presents data related to dissatisfaction of highly used offices by campus. One table has been created for each campus. The results are reported for each office based on the campus selected by the respondents. Thus, if a respondent selected Cypress as the campus with which they are most familiar, all of their satisfaction ratings were

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included for the campus-based offices/services at Cypress. Results for areas with fewer responses should be analyzed with caution. For example, since only 26 respondents indicated they were most familiar with Cypress, offices had between 4 and 20 responses. Eight areas had fewer than 10 responses. Even so, the Bookstore is notable for its high dissatisfaction rating. Similar analyses can be made for each campus. To illustrate how services/offices were rated across campuses, Table 19 shows the dissatisfaction level for highly used areas. In general, the Bookstores had the highest dissatisfaction ratings overall—of the 182 who rated Bookstores, 50 or 27.5% indicated dissatisfaction. However, at Riverside, the level of dissatisfaction was 43.8%, more than 10% higher than the overall rating at other campuses. In Table 19, the offices/services with ratings at least 5% more than the overall level of dissatisfaction are outlined with a bold line. More detailed information on dissatisfaction levels for these 21 areas is presented in Table 20. For example, the Bookstore at Riverside had a rating of 41.2% for Promptness, 38.5% for Quality, and 39.4% for Attitude. Other areas of concern include the Advising Offices, but mainly at Northridge and Riverside; Custodial Services, Campus Police, and Counseling Offices at Northridge and Riverside; and Campus Manger’s Offices at Rio Grande and Riverside. Riverside had more areas of concern than other campuses. Recommendations While results of this survey are based on perceptions, they suggest that the College as a whole should assess its services in relation to meeting the needs of faculty and staff. Services/offices who have ratings indicating high levels of dissatisfaction may consider using focus groups to help provide insights at to specific concerns that they may be able to use for further planning.

Tables and Figures

Employee Satisfaction SurveySpring 2000

Employee Group # Sent # ReturnedResponse

Rate% of

RespondentsRepresen-

tation*Full time facuty 383 10.2 383 98 25.6% 21.9 OverAdjunct faculty 1044 27.7 1044 139 13.3% 31.1 OverContinuing/Adult Education faculty 938 24.9 392 5 1.3% 1.1 UnderProfessional/Technical 295 7.8 295 73 24.7% 16.3 OverClassified 455 12.1 455 90 19.8% 20.1 OverAdministration 28 0.7 28 12 42.9% 2.7 OverHourly 624 16.6 306 9 2.9% 2.0 UnderUnknown 21 4.7Total 3767 100.0 2903 447 15.4% 100.0

Employee Satisfaction Survey Spring 2000 Return RatesNOTE: *The percentage of responses received from this group waas greater (over) or less (under) than the percentage of all college employees in this group

ACC Employees# %

Table 1

Office of Institutional Effectiveness Austin Community College 9


College-wide Offices/Servicesnumber requesting/ receiving services

% of total responses

*Payroll Office 280 62.6*Computer Help Desk (223-HELP) 253 56.6*Employee Benefits Office 196 43.8*ACCNet Services 193 43.2*Staff Development Office 181 40.5*Admissions and Records Office 180 40.3*Bursar's Office (HBC) 170 38.0*Office of Faculty Development 168 37.6*Maintenance (Repairs) 156 34.9*Employment Services 150 33.6*Telephone Services 149 33.3*Personnel Records Office 149 33.3*Office of the AVP for Human Resources 145 32.4Purchasing Office 140 31.3Accounts Payable Services 139 31.1Central Warehouse Services 130 29.1General stores/Inventory Services 105 23.5Employee Compensation Office 104 23.3Office of the VP for Business Services 103 23.0Office of the Dean of Arts & Humanities 102 22.8Office of the AVP for Information Technology 97 21.7IT Systems Support 96 21.5Office of the Dean of Math & Science 95 21.3HBC Room Scheduling 91 20.4Office of the EVP for Administration, Institutional Advancement & Community Relations 83 18.6Office of the Dean of Soc. & Behav. Sci. 82 18.3Workforce Training & Cont Educ Office 82 18.3Physical Plant 80 17.9Office of the AVP, Institutional Effectiveness 80 17.9

Office of the EVP for Instructional Affairs 79 17.7Office of the Marketing & Public Info Exec 79 17.7Financial Aid Office 78 17.4Distance Learning Services 78 17.4Office of the AVP for Academic Programs 76 17.0Office of the AVP for Open Campus 75 16.8Switchboard Services 73 16.3President's Office 73 16.3Office of the EVP for Campus Operations, Student Affairs & School Relations 72 16.1Office of the AVP, Retention & Stu. Servcs 70 15.7Office of the AVP for Facilities & Operations 70 15.7Office of the Dean of Communications 66 14.8

College-wide Offices/Services:Use by Number Receiving or Requesting Services

NOTE 1: * indicates offices in the top 20%; ** indicates offices in the bottom 20%NOTE 2: percentages are of 447 respondents

Table 2



College-wide Offices/Servicesnumber requesting/ receiving services


IT Programming 66 14.8Marketing Office (Program Promotions) 64 14.3Publications Office 61 13.6Office of the Dean of Continuing Education & Lifelong Learning 60 13.4Office of the Dean of Business 59 13.2Office of the Dean of Health Sciences 58 13.0Office of the AVP, Learning Resource Servcs 54 12.1Records Management Office 54 12.1Adult Basic Education/GED Office 54 12.1**Office of the Dean of Applied Technology 53 11.9**Risk and Insurance Management Office 53 11.9**TASP Office 53 11.9**Word Processing Services 52 11.6**International Education Programs Office 47 10.5**Office of the AVP for Workforce Education 46 10.5**Public Information Office (News Bureau) 44 9.8**Office of the Dean of Advanced Technology 43 9.6**Office of Community Relations & Outreach 42 9.4**Grants Office 41 9.2**ACC Foundation 36 8.1**School Relations Office 34 7.6**Government Relations' Office 10 2.2



Totaln % n % n % n

Risk and Insurance Management Office 53 84.9 45 7.5 4 7.5 4Word Processing Services 52 82.7 43 9.6 5 7.7 4Office of the Dean of Advanced Technology 43 81.4 35 14.0 6 4.7 2ACC Foundation 36 77.8 28 13.9 5 8.3 3Office of the Dean of Communications 66 77.3 51 9.1 6 13.6 9Office of the AVP for Academic Programs 76 76.3 58 13.2 10 10.5 8Financial Aid Office 87 75.9 66 13.8 12 10.3 9Office of the Dean of Health Sciences 58 75.9 44 13.8 8 10.3 6Office of the Dean of Applied Technology 53 75.5 40 13.2 7 11.3 6Office of the EVP for Campus Operations, Student Affairs & School Relations 72 73.6 53 16.7 12 9.7 7Central Warehouse Services 130 73.1 95 15.4 20 11.5 15General stores/Inventory Services 105 72.4 76 14.3 15 13.3 14Office of the Dean of Soc. & Behav. Sci. 82 72.0 59 6.1 5 22.0 18Office of the AVP, Retention & Stu. Servcs 70 68.6 48 15.7 11 15.7 11Office of the AVP, Learning Resource Servcs 54 68.5 37 14.8 8 16.7 9Switchboard Services 73 68.5 50 15.1 11 16.4 12Office of the AVP for Open Campus 75 68.0 51 20.0 15 12.0 9Distance Learning Services 78 67.9 53 17.9 14 14.1 11Maintenance (Repairs) 156 67.3 105 13.5 21 19.2 30Telephone Services 149 66.4 99 17.4 26 16.1 24Office of the Dean of Math & Science 95 66.3 63 12.6 12 21.1 20Office of the Dean of Business 59 64.4 38 13.6 8 22.0 13Office of Faculty Development 168 64.3 108 20.8 35 14.9 25Staff Development Office 181 64.1 116 16.6 30 19.3 35HBC Room Scheduling 91 63.7 58 19.8 18 16.5 15Records Management Office 54 63.0 34 18.5 10 18.5 10IT Systems Support 96 62.5 60 17.7 17 19.8 19TASP Office 53 62.3 33 13.2 7 24.5 13Admissions and Records Office 180 62.2 112 17.8 32 20.0 36Office of the EVP for Instructional Affairs 79 62.0 49 19.0 15 19.0 15Office of the AVP for Information Technology 97 59.8 58 23.7 23 16.5 16Physical Plant 80 58.8 47 22.5 18 18.8 15Office of the Dean of Arts & Humanities 102 57.8 59 15.7 16 26.5 27Office of the Dean of Continuing Education & Lifelong Learning 60 56.7 34 21.7 13 21.7 13Office of the AVP, Institutional Effectiveness 80 56.3 45 17.5 14 26.3 21President's Office 73 56.2 41 16.4 12 27.4 20Accounts Payable Services 139 54.7 76 22.3 31 23.0 32Purchasing Office 140 54.3 76 19.3 27 26.4 37ACCNet Services 193 53.9 104 24.4 47 21.8 42Adult Basic Education/GED Office 54 53.7 29 29.6 16 16.7 9Grants Office 41 53.7 22 24.4 10 22.0 9

Table 3

College-wide Offices/Services:Ratings of "Overall Service" by Percent Satisfied

NOTE: very dissatisfied and dissatisfied ratings were aggregated into a single rating, "dissatisfied"; very satisfied and satisfied ratings were aggregated into a single rating, "satisfied"

College-wide Offices/Servicesdissatisfiedneutralsatisfied



Totaln % n % n % n

Workforce Training & Cont Educ Office 82 53.7 44 31.7 26 14.6 12Bursar's Office (HBC) 170 53.5 91 21.2 36 25.3 43International Education Programs Office 47 53.2 25 10.6 5 36.2 17Office of the AVP for Workforce Education 46 53.2 25 19.1 9 27.7 12Computer Help Desk (223-HELP) 253 52.2 132 21.7 55 26.1 66Employee Benefits Office 196 52.0 102 22.4 44 25.5 50Government Relations' Office 10 50.0 5 20.0 2 30.0 3Personnel Records Office 149 48.3 72 17.4 26 34.2 51Office of the AVP for Facilities & Operations 70 47.1 33 31.4 22 21.4 15IT Programming 66 47.0 31 28.8 19 24.2 16Office of the AVP for Human Resources 145 42.8 62 20.7 30 36.6 53Office of the Marketing & Public Info Exec 79 41.8 33 25.3 20 32.9 26Payroll Office 280 41.8 117 23.6 66 34.6 97Publications Office 61 41.0 25 31.1 19 27.9 17Public Information Office (News Bureau) 44 40.9 18 25.0 11 34.1 15Marketing Office (Program Promotions) 64 40.6 26 14.1 9 45.3 29Office of Community Relations & Outreach 42 40.5 17 21.4 9 38.1 16Office of the VP for Business Services 103 38.8 40 18.4 19 42.7 44Office of the EVP for Administration, Institutional Advancement & Community Relations 83 38.6 32 27.7 23 33.7 28Employee Compensation Office 104 38.5 40 16.3 17 45.2 47School Relations Office 34 38.2 13 26.5 9 35.3 12Employment Services 150 34.0 51 20.0 30 46.0 69

College-wide Offices/Servicessatisfied neutral dissatisfied


Figure 1 Employee Satisfaction Survey

Spring 2000


College-wide Offices/Services: Relationship between Use and Dissatisfaction with Overall Service

Level of Dissatisfaction

Lev

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Legend on following page

low high

low

highQuadrant 1:

high use, high dissatisfaction

Quadrant 3:low use, low dissatisfaction

Quadrant 2:low use, high dissatisfaction

Quadrant 4:high use, low dissatisfaction

Figure 1 LegendEmployee Satisfaction Survey

Spring 2000

32Office of the Dean of Continuing Education & Lifelong Learning

1 Employment Services 33 Office of the AVP for Facilities & Operations2 Employee Compensation Office3 Office of the VP for Business Services 34 Records Management Office4 Office of the AVP for Human Resources 35 Office of the AVP, Learning Resource Servcs5 Payroll Office 36 Adult Basic Education/GED Office6 Personnel Records Office 37 Switchboard Services

7Office of the EVP for Administration, Institutional Advancement & Community Relations 38 Office of the AVP, Retention & Stu. Servcs

8 Office of the Marketing & Public Info Exec 39 Distance Learning Services9 Office of the Dean of Arts & Humanities 40 Office of the Dean of Communications10 Purchasing Office 41 Office of the AVP for Open Campus11 Office of the AVP, Institutional Effectiveness 42 Office of the Dean of Applied Technology12 Computer Help Desk (223-HELP) 43 Office of the AVP for Academic Programs13 Employee Benefits Office 44 Office of the Dean of Health Sciences

14 Bursar's Office (HBC) 45Office of the EVP for Campus Operations, Student Affairs & School Relations

15 Accounts Payable Services 46 ACC Foundation16 Office of the Dean of Soc. & Behav. Sci. 47 Word Processing Services17 ACCNet Services 48 Risk and Insurance Management Office18 Office of the Dean of Math & Science 49 Office of the Dean of Advanced Technology

19 Marketing Office (Program Promotions) 50 Admissions and Records Office20 Office of Community Relations & Outreach 51 IT Systems Support21 International Education Programs Office 52 Staff Development Office22 School Relations Office 53 Maintenance (Repairs)23 Public Information Office (News Bureau) 54 Office of the EVP for Instructional Affairs24 Government Relations' Office 55 Physical Plant25 Publications Office 56 HBC Room Scheduling26 Office of the AVP for Workforce Education 57 Office of the AVP for Information Technology27 President's Office 58 Telephone Services28 TASP Office 59 Office of Faculty Development29 IT Programming 60 Workforce Training & Cont Educ Office30 Office of the Dean of Business 61 General stores/Inventory Services31 Grants Office 62 Central Warehouse Services

63 Financial Aid Office

Quadrant 4: high use, low dissatisfaction

Legend for College-wide Offices/Services: Relationship between Use and Dissatisfaction with Overall Service

Quadrant 1: high use, high dissatisfaction

Quadrant 2: low use, high dissatisfaction

Quadrant 3: low use, low dissatisfaction



Totaln % n % n % n

Employment Services 150 46.0 69 20.0 30 34.0 51Employee Compensation Office 104 45.2 47 16.3 17 38.5 40Office of the VP for Business Services 103 42.7 44 18.4 19 38.8 40Office of the AVP for Human Resources 145 36.6 53 20.7 30 42.8 62Payroll Office 280 34.6 97 23.6 66 41.8 117Personnel Records Office 149 34.2 51 17.4 26 48.3 72Office of the EVP for Administration, Institutional Advancement & Community Relations 83 33.7 28 27.7 23 38.6 32Office of the Dean of Arts & Humanities 102 26.5 27 15.7 16 57.8 59Purchasing Office 140 26.4 37 19.3 27 54.3 76Office of the AVP, Institutional Effectiveness 80 26.3 21 17.5 14 56.3 45Computer Help Desk (223-HELP) 253 26.1 66 21.7 55 52.2 132Employee Benefits Office 196 25.5 50 22.4 44 52.0 102Bursar's Office (HBC) 170 25.3 43 21.2 36 53.5 91Accounts Payable Services 139 23.0 32 22.3 31 54.7 76Office of the Dean of Soc. & Behav. Sci. 82 22.0 18 6.1 5 72.0 59ACCNet Services 193 21.8 42 24.4 47 53.9 104Office of the Dean of Math & Science 95 21.1 20 12.6 12 66.3 63Admissions and Records Office 180 20.0 36 17.8 32 62.2 112IT Systems Support 96 19.8 19 17.7 17 62.5 60Staff Development Office 181 19.3 35 16.6 30 64.1 116Maintenance (Repairs) 156 19.2 30 13.5 21 67.3 105Physical Plant 80 18.8 15 22.5 18 58.8 47HBC Room Scheduling 91 16.5 15 19.8 18 63.7 58Office of the AVP for Information Technology 97 16.5 16 23.7 23 59.8 58Telephone Services 149 16.1 24 17.4 26 66.4 99Office of Faculty Development 168 14.9 25 20.8 35 64.3 108Workforce Training & Cont Educ Office 82 14.6 12 31.7 26 53.7 44General stores/Inventory Services 105 13.3 14 14.3 15 72.4 76Central Warehouse Services 130 11.5 15 15.4 20 73.1 95Financial Aid Office 87 10.3 9 13.8 12 75.9 66

Table 4

NOTE 1: very dissatisfied and dissatisfied ratings were aggregated into a single rating, "dissatisfied"; very satisfied and satisfied ratings were aggregated into a single rating, "satisfied"NOTE 2: includes only offices with 80 or more responses

Highly-used College-wide Offices/Services:Ratings of "Overall Service" by Percent Dissatisfied

College-wide Offices/Servicessatisfiedneutraldissatisfied



NOTE 2: includes only offices with 80 or more responses

% n % n % n % nEmployment Services 49.0 77 46.1 70 39.9 61 46.0 69Employee Compensation Office 44.4 48 43.7 45 36.3 37 45.2 47Office of the VP for Business Services 41.3 43 39.8 41 38.8 40 42.7 44Office of the AVP for Human Resources 37.6 56 36.4 52 31.3 45 36.6 53Payroll Office 35.1 104 34.0 97 32.9 93 34.6 97Personnel Records Office 40.0 62 30.0 45 32.5 49 34.2 51Office of the EVP for Administration, Institutional Advancement & Community Relations 36.5 31 32.1 27 32.9 27 33.7 28Office of the Dean of Arts & Humanities 30.1 31 27.7 28 23.5 24 26.5 27Purchasing Office 28.1 41 26.1 37 21.1 30 26.4 37Office of the AVP, Institutional Effectiveness 29.1 23 22.5 18 21.3 17 26.3 21Computer Help Desk (223-HELP) 33.5 87 24.2 62 22.0 56 26.1 66Employee Benefits Office 33.8 68 28.6 56 23.9 47 25.5 50Bursar's Office (HBC) 27.5 49 25.0 43 27.2 47 25.3 43Accounts Payable Services 28.3 41 23.0 32 17.3 24 23.0 32Office of the Dean of Soc. & Behav. Sci. 20.2 17 20.5 17 22.9 19 22.0 18ACCNet Services 28.6 57 23.0 45 19.6 38 21.8 42Office of the Dean of Math & Science 21.2 21 21.9 21 21.9 21 21.1 20Admissions and Records Office 22.4 41 21.7 39 17.8 32 20.0 36IT Systems Support 24.8 25 22.0 22 20.0 20 19.8 19Staff Development Office 21.4 40 20.8 38 18.0 33 19.3 35Maintenance (Repairs) 21.7 35 19.9 31 17.3 27 19.2 30Physical Plant 23.8 19 17.7 14 16.7 13 18.8 15HBC Room Scheduling 17.4 16 16.5 15 18.7 17 16.5 15Office of the AVP for Information Technology 19.4 19 17.3 17 15.3 15 16.5 16Telephone Services 22.7 34 16.0 24 15.5 23 16.1 24Office of Faculty Development 19.0 33 14.8 25 15.0 25 14.9 25Workforce Training & Cont Educ Office 18.3 15 16.0 13 18.3 15 14.6 12General stores/Inventory Services 12.4 13 12.4 13 15.2 16 13.3 14Central Warehouse Services 13.0 17 10.9 14 12.5 16 11.5 15Financial Aid Office 14 12 11.6 10 10.5 9 10.3 9

Table 5

NOTE 3: Promptness score that are 5 percentage points higher than Overall Service dissatisfaction rates are indicated in bold outlines

NOTE 1: very dissatisfied and dissatisfied ratings were aggregated into a single rating, "dissatisfied"

Highly-used College-wide Offices/Services:Ratings of Dissatisfaction with Promptness, Quality, Attitude, and Overall Service

In Order of Percent Dissatisfied with Overall Service

overall serviceCollege-wide Offices/Services

promptness quality attitude



D N S D N S D N S D N SEmployment Services 150 65.9 17.1 17.1 42.3 19.2 38.5 35.2 22.5 42.3 46.0 20.0 34.0Employee Compensation Office 104 59.3 7.4 33.3 44.4 11.1 44.4 32.7 20.4 46.9 45.2 16.3 38.5Office of the VP for Business Services 103 61.8 17.6 20.6 16.7 66.7 16.7 32.7 20.0 47.3 42.7 18.4 38.8Office of the AVP for Human Resources 145 51.2 24.4 24.4 31.8 27.3 40.9 28.8 17.8 53.4 36.6 20.7 42.8Payroll Office 280 51.7 25.0 23.3 20.3 23.2 56.5 33.3 24.0 42.6 34.6 23.6 41.8Personnel Records Office 149 53.1 12.5 34.4 27.3 18.2 54.5 23.5 19.8 56.8 34.2 17.4 48.3Office of the EVP for Administration, Institutional Advancement & Community Relations 83 63.6 22.7 13.6 36.4 27.3 36.4 20.9 30.2 48.8 33.7 27.7 38.6Office of the Dean of Arts & Humanities 102 41.9 12.9 45.2 17.6 5.9 76.5 24.4 17.8 57.8 26.5 15.7 57.8Purchasing Office 140 42.9 11.4 45.7 100.0 16.9 22.5 60.7 26.4 19.3 54.3Office of the AVP, Institutional Effectiveness 80 30.3 12.1 57.6 42.9 57.1 18.2 27.3 54.5 26.3 17.5 56.3Computer Help Desk (223-HELP) 253 34.7 29.2 36.1 33.3 15.4 51.3 18.6 17.8 63.6 26.1 21.7 52.2Employee Benefits Office 196 32.7 15.4 51.9 25.0 45.0 30.0 21.1 21.1 57.8 25.5 22.4 52.0Bursar's Office (HBC) 170 23.1 26.9 50.0 32.1 7.1 60.7 24.5 21.6 53.9 25.3 21.2 53.5Accounts Payable Services 139 46.4 17.9 35.7 33.3 11.1 55.6 13.5 25.8 60.7 23.0 22.3 54.7Office of the Dean of Soc. & Behav. Sci. 82 28.0 4.0 68.0 15.4 7.7 76.9 23.5 8.8 67.6 22.0 6.1 72.0ACCNet Services 193 40.0 26.7 33.3 35.5 16.1 48.4 14.3 22.9 62.9 21.8 24.4 53.9Office of the Dean of Math & Science 95 43.5 8.7 47.8 22.2 77.8 13.3 20.0 66.7 21.1 12.6 66.3Admissions and Records Office 180 27.1 6.3 66.7 13.0 17.4 69.6 17.0 20.2 62.8 20.0 17.8 62.2IT Systems Support 96 31.6 21.1 47.4 20.0 20.0 60.0 14.1 21.9 64.1 19.8 17.7 62.5Staff Development Office 181 28.9 18.4 52.6 10.3 23.1 66.7 20.5 12.0 67.5 19.3 16.6 64.1Maintenance (Repairs) 156 28.9 13.2 57.9 38.5 23.1 38.5 9.8 13.0 77.2 19.2 13.5 67.3Physical Plant 80 37.5 31.3 31.3 33.3 16.7 50.0 10.2 16.3 73.5 18.8 22.5 58.8

NOTE 6: **indicates all respondents, including Adjunct Faculty, Full-time Faculty, Non-faculty, and Unknown

NOTE 7: all numbers, except total, are percentages

Highly-used College-wide Offices/Services:Ratings of "Overall Service" by Dissatisfaction Level of All Respondents

NOTE 1: *indicates overall use, which is defined as number of all respondents requesting or receiving service

NOTE 2: very dissatisfied and dissatisfied ratings were aggregated into a single rating, "dissatisfied"; very satisfied and satisfied ratings were aggregated into a single rating, "satisfied"

NOTE 3: Adjunct Faculty includes Continuing Education and Adult Eductaion Faculty

Table 6

All Respondents**College-wide Offices/Services

Non-facultyAdjunct FacultyTotal*

Full-time Faculty

NOTE 4: Non-faculty includes Administrators, Professional-Technical Staff, Classified Staff, and Hourly Staff

NOTE 5: D indicates dissatisfied respondents; N indicates neutral respondents; S indicates satisfied respondents

NOTE 8: includes only offices wth 80 or more responses



D N S D N S D N S D N SOffice of the AVP for Information Technology 97 23.1 26.9 50.0 42.9 28.6 28.6 10.5 22.8 66.7 16.5 23.7 59.8HBC Room Scheduling 91 14.8 18.5 66.7 33.3 16.7 50.0 10.0 22.0 68.0 16.5 19.8 63.7Telephone Services 149 35.5 35.5 29.0 16.7 33.3 50.0 7.1 12.9 80.0 16.1 17.4 66.4Office of Faculty Development 168 21.7 20.0 58.3 11.1 24.1 64.8 9.3 20.9 69.8 14.9 20.8 64.3Workforce Training & Cont Educ Office 82 16.7 33.3 50.0 20.0 40.0 40.0 10.6 25.5 63.8 14.6 31.7 53.7General stores/Inventory Services 105 12.5 6.3 81.3 50.0 50.0 8.5 16.9 74.6 13.3 14.3 72.4Central Warehouse Services 130 13.0 13.0 73.9 100.0 8.6 17.2 74.2 11.5 15.4 73.1Financial Aid Office 87 23.8 14.3 61.9 100.0 6.9 13.8 79.3 10.3 13.8 75.9

Non-faculty All Respondents**College-wide Offices/Services Total*

Full-time Faculty Adjunct Faculty



Total*n % n % n % n

Employment Services 41 65.9 27 17.1 7 17.1 7Office of the VP for Business Services 34 61.8 21 17.6 6 20.6 7Employee Compensation Office 27 59.3 16 7.4 2 33.3 9Personnel Records Office 32 53.1 17 12.5 4 34.4 11Payroll Office 60 51.7 31 25.0 15 23.3 14Office of the AVP for Human Resources 41 51.2 21 24.4 10 24.4 10Accounts Payable Services 28 46.4 13 17.9 5 35.7 10Purchasing Office 35 42.9 15 11.4 4 45.7 16Office of the Dean of Arts & Humanities 31 41.9 13 12.9 4 45.2 14ACCNet Services 45 40.0 18 26.7 12 33.3 15Telephone Services 31 35.5 11 35.5 11 29.0 9Computer Help Desk (223-HELP) 72 34.7 25 29.2 21 36.1 26Employee Benefits Office 52 32.7 17 15.4 8 51.9 27Office of the AVP, Institutional Effectiveness 33 30.3 10 12.1 4 57.6 19Maintenance (Repairs) 38 28.9 11 13.2 5 57.9 22Staff Development Office 38 28.9 11 18.4 7 52.6 20Office of the Dean of Soc. & Behav. Sci. 25 28.0 7 4.0 1 68.0 17Admissions and Records Office 48 27.1 13 6.3 3 66.7 32Distance Learning Services 33 24.2 8 12.1 4 63.6 21Office of the EVP for Instructional Affairs 29 24.1 7 13.8 4 62.1 18Office of the AVP for Open Campus 25 24.0 6 20.0 5 56.0 14Bursar's Office (HBC) 26 23.1 6 26.9 7 50.0 13Office of the AVP for Information Technology 26 23.1 6 26.9 7 50.0 13Office of Faculty Development 60 21.7 13 20.0 12 58.3 35HBC Room Scheduling 27 14.8 4 18.5 5 66.7 18Office of the AVP for Academic Programs 30 13.3 4 10.0 3 76.7 23Office of the Dean of Communications 32 6.3 2 9.4 3 84.4 27

Table 7College-wide Offices/Services:

Full-time FacultyRatings of "Overall Service" by Percent Dissatisfied


College-wide Offices/Servicesneutral satisfied

NOTE 1: *indicates use, which is defined as number of Full-time Faculty requesting or receiving service

dissatisfied




Total*n % n % n % n

Employee Compensation Office 18 44.4 8 11.1 2 44.4 8Employment Services 26 42.3 11 19.2 5 38.5 10ACCNet Services 31 35.5 11 16.1 5 48.4 15Computer Help Desk (223-HELP) 39 33.3 13 15.4 6 51.3 20Bursar's Office (HBC) 28 32.1 9 7.1 2 60.7 17Office of the AVP for Human Resources 22 31.8 7 27.3 6 40.9 9Personnel Records Office 22 27.3 6 18.2 4 54.5 12Employee Benefits Office 20 25.0 5 45.0 9 30.0 6Office of the Dean of Math & Science 18 22.2 4 77.8 14Payroll Office 69 20.3 14 23.2 16 56.5 39Office of the Dean of Arts & Humanities 17 17.6 3 5.9 1 76.5 13Admissions and Records Office 23 13.0 3 17.4 4 69.6 16Office of Faculty Development 54 11.1 6 24.1 13 64.8 35Staff Development Office 39 10.3 4 23.1 9 66.7 26

Table 8

College-wide Offices/Services:Adjunct Faculty

Ratings of "Overall Service" by Percent Dissatisfied

NOTE 4: Adjunct Faculty includes Continuing Education and Adult Education Faculty

College-wide Offices/Servicesneutral satisfied


NOTE 1: *indicates use, which is defined as number of Adjunct Faculty requesting or receiving service

dissatisfied


Office of Institutional Effectiveness Ausitn Community College 21


Total*n % n % n % n

Marketing Office (Program Promotions) 38 36.8 14 13.2 5 50.0 19Employment Services 71 35.2 25 22.5 16 42.3 30Payroll Office 129 33.3 43 24.0 31 42.6 55Office of the VP for Business Services 55 32.7 18 20.0 11 47.3 26Employee Compensation Office 49 32.7 16 20.4 10 46.9 23Office of the AVP for Human Resources 73 28.8 21 17.8 13 53.4 39Bursar's Office (HBC) 102 24.5 25 21.6 22 53.9 55Office of the Dean of Arts & Humanities 45 24.4 11 17.8 8 57.8 26Personnel Records Office 81 23.5 19 19.8 16 56.8 46Employee Benefits Office 109 21.1 23 21.1 23 57.8 63IT Programming 43 20.9 9 23.3 10 55.8 24Office of the EVP for Administration, Institutional Advancement & Community Relations 43 20.9 9 30.2 13 48.8 21Staff Development Office 83 20.5 17 12.0 10 67.5 56Office of the Marketing & Public Info Exec 44 20.5 9 25.0 11 54.5 24Office of the Dean of Continuing Education & Lifelong Learning 35 20.0 7 22.9 8 57.1 20Computer Help Desk (223-HELP) 118 18.6 22 17.8 21 63.6 75

Admissions and Records Office 94 17.0 16 20.2 19 62.8 59Purchasing Office 89 16.9 15 22.5 20 60.7 54ACCNet Services 105 14.3 15 22.9 24 62.9 66IT Systems Support 64 14.1 9 21.9 14 64.1 41President's Office 37 13.5 5 18.9 7 67.6 25Accounts Payable Services 89 13.5 12 25.8 23 60.7 54Office of the Dean of Math & Science 45 13.3 6 20.0 9 66.7 30Office of the AVP for Facilities & Operations 41 12.2 5 36.6 15 51.2 21Switchboard Services 41 12.2 5 12.2 5 75.6 31Workforce Training & Cont Educ Office 47 10.6 5 25.5 12 63.8 30Office of the AVP for Information Technology 57 10.5 6 22.8 13 66.7 38Records Management Office 38 10.5 4 21.1 8 68.4 26Physical Plant 49 10.2 5 16.3 8 73.5 36HBC Room Scheduling 50 10.0 5 22.0 11 68.0 34Maintenance (Repairs) 92 9.8 9 13.0 12 77.2 71Office of Faculty Development 43 9.3 4 20.9 9 69.8 30Central Warehouse Services 93 8.6 8 17.2 16 74.2 69General stores/Inventory Services 71 8.5 6 16.9 12 74.6 53Office of the AVP for Open Campus 38 7.9 3 18.4 7 73.7 28Telephone Services 85 7.1 6 12.9 11 80.0 68Financial Aid Office 58 6.9 4 13.8 8 79.3 46Office of the EVP for Campus Operations, Student Affairs & School Relations 37 5.4 2 13.5 5 81.1 30Office of the AVP, Retention & Stu. Servcs 38 5.3 2 21.1 8 73.7 28Risk and Insurance Management Office 35 2.9 1 8.6 3 88.6 31

College-wide Offices/Servicessatisfiedneutral

NOTE 1:*indicates use, which is defined as number of Non-faculty employees requesting or receiving service

dissatisfied


Table 9

College-wide Offices/Services:Non-Faculty

Ratings of "Overall Service" by Percent Dissatisfied


NOTE 4: Non-Faculty includes Administration, Classified Employees, Hourly Employees, and Professional/Technical Employees



Campus-based Offices/Servicesnumber requesting/ receiving services


*Campus Police 293 65.5*Duplication Services 290 64.9*Mailroom Services 267 59.7*Campus Manager's Office 226 50.6*Custodial Services 225 50.3Bursar's Office 223 49.9Admissions & Records Office 217 48.5Learning Resource Services 210 47.0Provost’s Office--EVC, RGC, RVS 190 42.5Testing Center 187 41.8Bookstore 182 40.7Room Scheduling Services 160 35.8Provost’s Office--CYP, NRG, PIN 157 35.1Micro Computer Support Services 132 29.5Advising Office 114 25.5Evening Supervisor's Office 108 24.2Learning Lab 108 24.2Office of the Campus Dean of Student Services 100 22.4Counseling Office 99 22.1Food Service (NRG, PIN) 98 21.9Financial Aid Office 80 17.9Special Populations Office 75 16.8**Assessment Center 72 16.1**Student Activities Office 61 13.6**Career Center 46 10.3**Veteran's Affairs Office 31 6.9**ACC Centers--FBG, SMC 29 6.5

Campus-based Offices/Services:Use by Number Receiving or Requesting Services

NOTE 1: * indicates offices in the top 20%; ** indicates offices in the bottom 20%

NOTE 2: percentages are of 447 respondents

Table 10



Totaln % n % n % n

Learning Resource Services 210 89.0 187 7.1 15 3.8 8Duplication Services 290 85.9 249 6.6 19 7.6 22Evening Supervisor's Office 108 83.3 90 6.5 7 10.2 11Learning Lab 108 81.5 88 5.6 6 13.0 14Career Center 46 80.4 37 15.2 7 4.3 2Testing Center 187 78.6 147 12.3 23 9.1 17Mailroom Services 267 77.5 207 12.4 33 10.1 27Campus Manager's Office 226 77.0 174 8.8 20 14.2 32Provost’s Office--CYP, NRG, PIN 157 75.8 119 10.8 17 13.4 21Food Service (NRG, PIN) 98 75.5 74 14.3 14 10.2 10Student Activities Office 61 75.4 46 14.8 9 9.8 6Provost’s Office--EVC, RGC, RVS 190 74.2 141 12.1 23 13.7 26Financial Aid Office 80 73.8 59 13.8 11 12.5 10Admissions & Records Office 217 71.4 155 15.2 33 13.4 29Campus Police 293 69.6 204 14.7 43 15.7 46Assessment Center 72 68.1 49 15.3 11 16.7 12Office of the Campus Dean of Student Services 100 67.0 67 9.0 9 24.0 24Special Populations Office 75 65.3 49 16.0 12 18.7 14Room Scheduling Services 160 64.4 103 21.9 35 13.8 22Custodial Services 225 62.2 140 14.2 32 23.6 53ACC Centers--FBG, SMC 29 62.1 18 24.1 7 13.8 4Micro Computer Support Services 132 60.6 80 15.9 21 23.5 31Bursar's Office 223 59.6 133 20.2 45 20.2 45Counseling Office 99 59.6 59 20.2 20 20.2 20Veteran's Affairs Office 31 58.1 18 29.0 9 12.9 4Advising Office 114 57.9 66 15.8 18 26.3 30Bookstore 182 46.2 84 26.4 48 27.5 50

Table 11

Campus-based Offices/Services:Ratings of "Overall Service" by Percent Satisfied

NOTE 1: very satisfied and satisfied ratings were aggregated into a single rating, "satisfied"; very dissatisfied and dissatisfied ratings were aggregated into a single rating, "dissatisfied"

Campus-based Offices/Servicesdissatisfiedneutralsatisfied


Figure 2



Campus-based Offices/Services Comparison of Use and Satisfaction with "Overall Service" by Percent Satisfied

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Learning Resource Services

Duplication Services

Evening Supervisor's Office

Learning Lab

Career Center

Testing Center

Mailroom Services

Campus Manager's Office

Provost’s Office--CYP, NRG, PIN

Food Service (NRG, PIN)

Student Activities Office

Provost’s Office--EVC, RGC, RVS

Financial Aid Office

Admissions & Records Office

Campus Police

Assessment Center

Office of the Campus Dean of Student Services

Special Populations Office

Room Scheduling Services

Custodial Services

ACC Centers--FBG, SMC

Micro Computer Support Services

Bursar's Office

Counseling Office

Veteran's Affairs Office

Advising Office

Bookstore

% use

% satisfied

NOTE 1: very satisfied and satisfied ratings were aggregated into a single rating, "satisfied"NOTE 2: "% use" is defined as the percentage of all respondents who "requested" or "received" services in the past year

NOTE 3: "% satisfied" is defined as the percent of those requesting or receiving services in the past year who reported satisfaction

percentage of respondents


Totaln % n % n % n

Bookstore 182 27.5 50 26.4 48 46.2 84Advising Office 114 26.3 30 15.8 18 57.9 66Office of the Campus Dean of Student Services 100 24.0 24 9.0 9 67.0 67Custodial Services 225 23.6 53 14.2 32 62.2 140Micro Computer Support Services 132 23.5 31 15.9 21 60.6 80Counseling Office 99 20.2 20 20.2 20 59.6 59Bursar's Office 223 20.2 45 20.2 45 59.6 133Campus Police 293 15.7 46 14.7 43 69.6 204Campus Manager's Office 226 14.2 32 8.8 20 77.0 174Room Scheduling Services 160 13.8 22 21.9 35 64.4 103Provost’s Office--EVC, RGC, RVS 190 13.7 26 12.1 23 74.2 141Provost’s Office--CYP, NRG, PIN 157 13.4 21 10.8 17 75.8 119Admissions & Records Office 217 13.4 29 15.2 33 71.4 155Learning Lab 108 13.0 14 5.6 6 81.5 88Financial Aid Office 80 12.5 10 13.8 11 73.8 59Food Service (NRG, PIN) 98 10.2 10 14.3 14 75.5 74Evening Supervisor's Office 108 10.2 11 6.5 7 83.3 90Mailroom Services 267 10.1 27 12.4 33 77.5 207Testing Center 187 9.1 17 12.3 23 78.6 147Duplication Services 290 7.6 22 6.6 19 85.9 249Learning Resource Services 210 3.8 8 7.1 15 89.0 187

Table 12

Campus-based Offices/Services:Ratings of "Overall Service" by Percent Dissatisfied


Campus-based Offices/Servicessatisfiedneutraldissatisfied

NOTE 2: includes offices with 80 or more responses


Figure 3



Campus-based Offices/Services Comparison of Use and Dissatisfaction with "Overall Service" by Percent Dissatisfied

0% 10% 20% 30% 40% 50% 60% 70%

Bookstore

Advising Office

Office of the Campus Dean of Student Services

Custodial Services

Micro Computer Support Services

Counseling Office

Bursar's Office

Special Populations Office

Assessment Center

Campus Police

Campus Manager's Office

ACC Centers--FBG, SMC

Room Scheduling Services

Provost’s Office--EVC, RGC, RVS

Provost’s Office--CYP, NRG, PIN

Admissions & Records Office

Learning Lab

Veteran's Affairs Office

Financial Aid Office

Food Service (NRG, PIN)

Evening Supervisor's Office

Mailroom Services

Student Activities Office

Testing Center

Duplication Services

Career Center

Learning Resource Services

% use

% dissatisfied

NOTE 1: very dissatisfied and dissatisfied ratings were aggregated into a single rating, "dissatisfied"NOTE 2: "% use" is defined as the percentage of all respondents who "requested" or "received" services in the past year

NOTE 3: "% dissatisfied" is defined as the percent of those requesting or receiving services in the past year who reported dissatisfaction

percentage of respondent


D N S D N S D N S D N SBookstore 182 27.5 26.4 46.2 38.3 23.3 38.3 32.3 9.7 58.1 19.2 32.1 48.7Advising Office 114 26.3 15.8 57.9 29.3 14.6 56.1 44.4 55.6 21.4 16.1 62.5Office of the Campus Dean of Student 100 24.0 9.0 67.0 34.3 11.4 54.3 25.0 75.0 21.7 10.9 67.4Custodial Services 225 23.6 14.2 62.2 32.9 17.1 50.0 18.2 12.1 69.7 19.0 15.2 65.7Micro Computer Support Services 132 23.5 15.9 60.6 28.2 25.6 46.2 22.7 9.1 68.2 15.6 14.1 70.3Bursar's Office 223 20.2 20.2 59.6 25.0 26.7 48.3 12.5 15.0 72.5 19.4 19.4 61.1Counseling Office 99 20.2 20.2 59.6 5.7 22.9 71.4 25.0 75.0 34.1 22.7 43.2Campus Police 293 15.7 14.7 69.6 11.1 13.9 75.0 17.7 12.7 69.6 18.3 17.5 64.3Campus Manager's Office 226 14.2 8.8 77.0 22.4 13.4 64.2 12.2 4.9 82.9 12.4 6.2 81.4Room Scheduling Services 160 13.8 21.9 64.4 24.0 18.0 58.0 17.4 30.4 52.2 7.8 20.8 71.4Provost’s Office--EVC, RGC, RVS 190 13.7 12.1 74.2 22.5 15.0 62.5 13.3 4.4 82.2 10.0 15.0 75.0Admissions & Records Office 217 13.4 15.2 71.4 10.8 18.5 70.8 11.9 9.5 78.6 10.3 12.7 77.0Provost’s Office--CYP, NRG, PIN 157 13.4 10.8 75.8 12.5 18.8 68.8 10.2 10.2 79.6 17.5 12.5 70.0Learning Lab 108 13.0 5.6 81.5 10.9 6.5 82.6 20.0 8.0 72.0 6.5 9.7 83.9Financial Aid Office 80 12.5 13.8 73.8 31.8 9.1 59.1 50.0 50.0 2.9 16.2 80.9Evening Supervisor's Office 108 10.2 6.5 83.3 4.3 13.0 82.6 5.7 94.3 18.6 7.0 74.4Food Service (NRG, PIN) 98 10.2 14.3 75.5 13.0 87.0 13.3 10.0 76.7 14.3 17.1 68.6Mailroom Services 267 10.1 12.4 77.5 4.9 8.2 86.9 10.4 9.0 80.6 13.2 14.0 72.8Testing Center 187 9.1 12.3 78.6 10.4 14.6 75.0 10.4 9.0 80.6 7.0 12.3 80.7Duplication Services 290 7.6 6.6 85.9 5.8 5.8 88.4 9.3 6.7 84.0 9.0 5.7 85.2Learning Resource Services 210 3.8 7.1 89.0 1.5 6.1 92.4 3.4 8.6 87.9 6.8 8.2 84.9

NOTE 5: D indicates dissatisfied respondents; N indicates neutral respondents; S indicates satisfied respondents

NOTE 6: **indicates all respondents, including Adjunct Faculty, Full-time Faculty, Non-faculty, and Unknown

Campus-based Offices/Services:Ratings of "Overall Service" by Dissatisfaction Level of All Respondents

NOTE 1: *indicates overall use, which is defined as number of all respondents requesting or receiving service



Table 13

NOTE 7: all numbers, except total, are percentages

All Respondents**Campus-based Offices/Services

Full-time Faculty Non-facultyTotal*

Adjunct FacultyNOTE 8: includes offices with 80 or more responses

NOTE 4: Non-faculty includes Administrators, Professional-Technical Staff, Classified Staff, and Hourly Staff



Total*n % n % n % n

Bookstore 60 38.3 23 23.3 14 38.3 23Office of the Campus Dean of Student Services 35 34.3 12 11.4 4 54.3 19Custodial Services 70 32.9 23 17.1 12 50.0 35Financial Aid Office 22 31.8 7 9.1 2 59.1 13Special Populations Office 27 29.6 8 14.8 4 55.6 15Advising Office 41 29.3 12 14.6 6 56.1 23Micro Computer Support Services 39 28.2 11 25.6 10 46.2 18Bursar's Office 60 25.0 15 26.7 16 48.3 29Room Scheduling Services 50 24.0 12 18.0 9 58.0 29Provost’s Office--EVC, RGC, RVS 40 22.5 9 15.0 6 62.5 25Campus Manager's Office 67 22.4 15 13.4 9 64.2 43Provost’s Office--CYP, NRG, PIN 48 12.5 6 18.8 9 68.8 33Campus Police 72 11.1 8 13.9 10 75.0 54Learning Lab 46 10.9 5 6.5 3 82.6 38Admissions & Records Office 65 10.8 7 18.5 12 70.8 46Testing Center 48 10.4 5 14.6 7 75.0 36Assessment Center 23 8.7 2 30.4 7 60.9 14Duplication Services 69 5.8 4 5.8 4 88.4 61Counseling Office 35 5.7 2 22.9 8 71.4 25Mailroom Services 61 4.9 3 8.2 5 86.9 53Evening Supervisor's Office 23 4.3 1 13.0 3 82.6 19Learning Resource Services 66 1.5 1 6.1 4 92.4 61Food Service (NRG, PIN) 23 13.0 3 87.0 20Student Activities Office 23 26.1 6 73.9 17

Campus-based Offices/Servicesneutral satisfied

NOTE 1: *indicates use, which is defined as number of Full-time Faculty requesting or receiving service

dissatisfied

Table 14

NOTE 3: includes offices with 20 or more responses

Campus-based Offices/Services:Full-time Faculty

Ratings of "Overall Service" by Dissatisfaction




Total*n % n % n % n

Bookstore 31 32.3 10 9.7 3 58.1 18Micro Computer Support Services 22 22.7 5 9.1 2 68.2 15Learning Lab 25 20.0 5 8.0 2 72.0 18Custodial Services 33 18.2 6 12.1 4 69.7 23Campus Police 79 17.7 14 12.7 10 69.6 55Room Scheduling Services 23 17.4 4 30.4 7 52.2 12Food Service (NRG, PIN) 30 13.3 4 10.0 3 76.7 23Provost’s Office--EVC, RGC, RVS 45 13.3 6 4.4 2 82.2 37Bursar's Office 40 12.5 5 15.0 6 72.5 29Campus Manager's Office 41 12.2 5 4.9 2 82.9 34Admissions & Records Office 42 11.9 5 9.5 4 78.6 33Mailroom Services 67 10.4 7 9.0 6 80.6 54Testing Center 67 10.4 7 9.0 6 80.6 54Provost’s Office--CYP, NRG, PIN 49 10.2 5 10.2 5 79.6 39Duplication Services 75 9.3 7 6.7 5 84.0 63Evening Supervisor's Office 35 5.7 2 94.3 33Learning Resource Services 58 3.4 2 8.6 5 87.9 51

Table 15

Campus-based Offices/Services:Adjunct Faculty



Campus-based Offices/Servicesneutral satisfied


NOTE 1: *indicates use, which is defined as number of Adjunct Faculty requesting or receiving service

dissatisfiedNOTE 4: includes offices with 20 or more responses



Total*n % n % n % n

Counseling Office 44 34.1 15 22.7 10 43.2 19Assessment Center 25 32.0 8 16.0 4 52.0 13Office of the Campus Dean of Student Services 46 21.7 10 10.9 5 67.4 31Advising Office 56 21.4 12 16.1 9 62.5 35Bursar's Office 108 19.4 21 19.4 21 61.1 66Bookstore 78 19.2 15 32.1 25 48.7 38Custodial Services 105 19.0 20 15.2 16 65.7 69Evening Supervisor's Office 43 18.6 8 7.0 3 74.4 32Student Activities Office 27 18.5 5 11.1 3 70.4 19Campus Police 126 18.3 23 17.5 22 64.3 81Provost’s Office--CYP, NRG, PIN 80 17.5 14 12.5 10 70.0 56Special Populations Office 29 17.2 5 17.2 5 65.5 19Micro Computer Support Services 64 15.6 10 14.1 9 70.3 45Food Service (NRG, PIN) 35 14.3 5 17.1 6 68.6 24Mailroom Services 114 13.2 15 14.0 16 72.8 83Campus Manager's Office 97 12.4 12 6.2 6 81.4 79Admissions & Records Office 126 10.3 13 12.7 16 77.0 97Provost’s Office--EVC, RGC, RVS 60 10.0 6 15.0 9 75.0 45Duplication Services 122 9.0 11 5.7 7 85.2 104Room Scheduling Services 77 7.8 6 20.8 16 71.4 55Testing Center 57 7.0 4 12.3 7 80.7 46Learning Resource Services 73 6.8 5 8.2 6 84.9 62Learning Lab 31 6.5 2 9.7 3 83.9 26Career Center 25 4.0 1 12.0 3 84.0 21Financial Aid Office 68 2.9 2 16.2 11 80.9 55

Campus-based Offices/Servicessatisfiedneutral

NOTE 1: *indicates use, which is defined as number of Non-faculty employees requesting or receiving service

dissatisfiedNOTE 4: includes offices with 20 or more responses

Table 16

Campus-based Offices/Services:Non-Faculty



NOTE 3: Non-faculty includes Administration, Classified Employees, Hourly Employees, and Professional/Technical Employees



Campus # Returned % of All RespondentsCypress 26 5.8Eastview 13 2.9Northridge 99 22.1Pinnacle 36 8.1Rio Grande 79 17.7Riverside 67 15.0Highland Business Center 53 11.9Off-campus site or center 6 1.3Unknown 68 15.2Total 447 100.0

Employee Satisfaction Survey Spring 2000 Respondents "Most Familiar" Campus

Table 17



% n % n % n % nBookstore 11 27.3 3 27.3 3 45.5 5 27.5 50Learning Lab 9 22.2 2 77.8 7 13 14Mailroom Services 12 16.7 2 8.3 1 75.0 9 10.1 27Micro Computer Support Services 6 16.7 1 16.7 1 66.7 4 23.5 31Campus Manager's Office 15 13.3 2 86.7 13 14.2 32Campus Police 20 10.0 2 15.0 3 75.0 15 15.7 46Bursar's Office 13 7.7 1 7.7 1 84.6 11 20.2 45Provost’s Office--CYP, NRG, PIN 13 7.7 1 15.4 2 76.9 10 13.4 21Custodial Services 14 7.1 1 7.1 1 85.7 12 23.6 53Learning Resource Services 16 6.3 1 12.5 2 81.3 13 3.8 8Testing Center 16 6.3 1 18.8 3 75.0 12 9.1 17Admissions & Records Office 13 100.0 13 13.4 29Advising Office 7 100.0 7 26.3 30Counseling Office 6 100.0 6 20.2 20Duplication Services 11 100.0 11 7.6 22Evening Supervisor's Office 9 100.0 9 10.2 11Financial Aid Office 4 25 1 75.0 3 12.5 10Office of the Campus Dean of Student Services 4 100.0 4 24 24Room Scheduling Services 6 100.0 6 13.8 22

NOTE 3: *indicates all respondents who reported dissatisfaction, including other campuses, HBC, off-campus, and unknown

Campus-based Offices/ServicesTotal

Responses

NOTE 4: includes offices with 80 or more respondents

Dissatisfied Neutral Satisfied All Campus-based

Table 18a

Cypress Creek Campus:Ratings of "Overall Service" by Percent Dissatisfied


NOTE 2: respondents were asked to select one campus with which they were most familiar



% n % n % n % nBookstore 9 22.2 2 33.3 3 44.4 4 27.5 50Evening Supervisor's Office 5 20.0 1 80.0 4 10.2 11Micro Computer Support Services 5 20.0 1 80.0 4 23.5 31Advising Office 6 16.7 1 83.3 5 26.3 30Office of the Campus Dean of Student Services 7 14.3 1 85.7 6 24.0 24Admissions & Records Office 6 33.3 2 66.7 4 13.4 29Bursar's Office 9 11.1 1 88.9 8 20.2 45Campus Manager's Office 10 100.0 10 14.2 32Campus Police 10 100.0 10 15.7 46Counseling Office 4 100.0 4 20.2 20Custodial Services 7 14.3 1 85.7 6 23.6 53Duplication Services 12 100.0 12 7.6 22Financial Aid Office 3 100.0 3 12.5 10Learning Lab 6 16.7 1 83.3 5 13.0 14Learning Resource Services 8 12.5 1 87.5 7 3.8 8Mailroom Services 9 100.0 9 10.1 27Provost’s Office--EVC, RGC, RVS 10 100.0 10 13.7 26Room Scheduling Services 5 20.0 1 80.0 4 13.8 22Testing Center 7 100.0 7 9.1 17



Responses



Table 18b

Eastview Campus:Ratings of "Overall Service" by Percent Dissatisfied





% n % n % n % nAdvising Office 24 41.7 10 16.7 4 41.7 10 26.3 30Custodial Services 38 34.2 13 21.1 8 44.7 17 23.6 53Room Scheduling Services 29 31.0 9 27.6 8 41.4 12 13.8 22Campus Police 63 28.6 18 20.6 13 50.8 32 15.7 46Counseling Office 22 27.3 6 22.7 5 50.0 11 20.2 20Office of the Campus Dean of Student Services 23 26.1 6 8.7 2 65.2 15 24.0 24Bookstore 50 26.0 13 24.0 12 50.0 25 27.5 50Evening Supervisor's Office 26 23.1 6 3.8 1 73.1 19 10.2 11Micro Computer Support Services 28 21.4 6 17.9 5 60.7 17 23.5 31Admissions & Records Office 51 13.7 7 21.6 11 64.7 33 13.4 29Financial Aid Office 16 12.5 2 12.5 2 75.0 12 12.5 10Duplication Services 60 11.7 7 11.7 7 76.7 46 7.6 22Provost’s Office--CYP, NRG, PIN 67 10.4 7 11.9 8 77.6 52 13.4 21Campus Manager's Office 43 9.3 4 14.0 6 76.7 33 14.2 32Food Service (NRG, PIN) 57 8.8 5 15.8 9 75.4 43 10.2 10Testing Center 49 8.2 4 14.3 7 77.6 38 9.1 17Bursar's Office 39 7.7 3 28.2 11 64.1 25 20.2 45Mailroom Services 62 6.5 4 14.5 9 79.0 49 10.1 27Learning Lab 21 4.8 1 95.2 20 13.0 14Learning Resource Services 44 6.8 3 93.2 41 3.8 8



Responses



Table 18c

Northridge Campus:Ratings of "Overall Service" by Percent Dissatisfied





% n % n % n % nLearning Lab 11 18.2 2 9.1 1 72.7 8 13 14Micro Computer Support Services 11 18.2 2 81.8 9 24 31Admissions & Records Office 18 16.7 3 16.7 3 66.7 12 13 29Mailroom Services 26 15.4 4 11.5 3 73.1 19 10 27Duplication Services 20 15.0 3 20.0 4 65.0 13 8 22Bookstore 17 11.8 2 17.6 3 70.6 12 28 50Custodial Services 21 9.5 2 14.3 3 76.2 16 24 53Learning Resource Services 20 5.0 1 15.0 3 80.0 16 4 8Provost’s Office--CYP, NRG, PIN 21 4.8 1 95.2 20 13 21Food Service (NRG, PIN) 21 4.8 1 4.8 1 90.5 19 10 10Bursar's Office 24 4.2 1 12.5 3 83.3 20 20 45Campus Manager's Office 24 4.2 1 4.2 1 91.7 22 14 32Advising Office 10 30.0 3 70.0 7 26 30Campus Police 25 12.0 3 88.0 22 16 46Counseling Office 8 25.0 2 75.0 6 20 20Evening Supervisor's Office 15 13.3 2 86.7 13 10 11Financial Aid Office 7 14.3 1 85.7 6 13 10Office of the Campus Dean of Student Services 7 100.0 7 24 24Room Scheduling Services 19 21.1 4 78.9 15 14 22Testing Center 21 9.5 2 90.5 19 9 17



Responses



Table 18d

Pinnacle Campus:Ratings of "Overall Service" by Percent Dissatisfied





% n % n % n % nBookstore 23 30.4 7 17.4 4 52.2 12 27.5 50Bursar's Office 45 28.9 13 20.0 9 51.1 23 20.2 45Custodial Services 48 27.1 13 6.3 3 66.7 32 23.6 53Advising Office 19 26.3 5 5.3 1 68.4 13 26.3 30Campus Manager's Office 36 25.0 9 5.6 2 69.4 25 14.2 32Financial Aid Office 16 25.0 4 75.0 12 12.5 10Office of the Campus Dean of Student Services 21 19.0 4 14.3 3 66.7 14 24.0 24Provost’s Office--EVC, RGC, RVS 64 18.8 12 7.8 5 73.4 47 13.7 26Testing Center 31 16.1 5 12.9 4 71.0 22 9.1 17Mailroom Services 39 15.4 6 15.4 6 69.2 27 10.1 27Learning Lab 20 15.0 3 10.0 2 75.0 15 13.0 14Room Scheduling Services 29 13.8 4 10.3 3 75.9 22 13.8 22Micro Computer Support Services 23 13.0 3 34.8 8 52.2 12 23.5 31Campus Police 62 12.9 8 16.1 10 71.0 44 15.7 46Counseling Office 18 11.1 2 22.2 4 66.7 12 20.2 20Duplication Services 61 9.8 6 4.9 3 85.2 52 7.6 22Evening Supervisor's Office 22 9.1 2 9.1 2 81.8 18 10.2 11Admissions & Records Office 45 8.9 4 11.1 5 80.0 36 13.4 29Learning Resource Services 42 4.8 2 4.8 2 90.5 38 3.8 8



Responses



Table 18e

Rio Grande Campus:Ratings of "Overall Service" by Percent Dissatisfied





% n % n % n % nBursar's Office 36 41.7 15 27.8 10 30.6 11 20.2 45Bookstore 32 43.8 14 43.8 14 12.5 4 27.5 50Office of the Campus Dean of Student Services 18 38.9 7 16.7 3 44.4 8 24.0 24Micro Computer Support Services 22 36.4 8 18.2 4 45.5 10 23.5 31Advising Office 25 36.0 9 16.0 4 48.0 12 26.3 30Counseling Office 20 35.0 7 20.0 4 45.0 9 20.2 20Custodial Services 45 33.3 15 17.8 8 48.9 22 23.6 53Campus Police 42 23.8 10 14.3 6 61.9 26 15.7 46Campus Manager's Office 45 22.2 10 6.7 3 71.1 32 14.2 32Room Scheduling Services 29 20.7 6 10.3 3 69.0 20 13.8 22Learning Lab 20 15.0 3 5.0 1 80.0 16 13.0 14Financial Aid Office 16 12.5 2 18.8 3 68.8 11 12.5 10Admissions & Records Office 35 11.4 4 14.3 5 74.3 26 13.4 29Testing Center 27 11.1 3 11.1 3 77.8 21 9.1 17Provost’s Office--EVC, RGC, RVS 42 9.5 4 16.7 7 73.8 31 13.7 26Duplication Services 40 7.5 3 7.5 3 85.0 34 7.6 22Mailroom Services 44 6.8 3 6.8 3 86.4 38 10.1 27Evening Supervisor's Office 18 5.6 1 11.1 2 83.3 15 10.2 11Learning Resource Services 44 4.5 2 4.5 2 90.9 40 3.8 8



Responses



Table 18f

Riverside Campus:Ratings of "Overall Service" by Percent Dissatisfied





Totaln % n % n % n % n % n % n % n

Bookstore 182 27.5 50 27.3 3 22.2 2 26.0 13 11.8 2 30.4 7 43.8 14Advising Office 114 26.3 30 16.7 1 41.7 10 26.3 5 36.0 9Office of the Campus Dean of Student Services 100 24.0 24 14.3 1 26.1 6 19.0 4 38.9 7Custodial Services 225 23.6 53 7.1 1 34.2 13 9.5 2 27.1 13 33.3 15Micro Computer Support Services 132 23.5 31 16.7 1 20.0 1 21.4 6 18.2 2 13.0 3 36.4 8Bursar's Office 223 20.2 45 7.7 1 7.7 3 4.2 1 28.9 13 41.7 15Counseling Office 99 20.2 20 27.3 6 11.1 2 35.0 7Campus Police 293 15.7 46 10.0 2 28.6 18 12.9 8 23.8 10Campus Manager's Office 226 14.2 32 13.3 2 9.3 4 4.2 1 25.0 9 22.2 10Room Scheduling Services 160 13.8 22 31.0 9 13.8 4 20.7 6Provost’s Office--EVC, RGC, RVS 190 13.7 26 25.0 1 5.3 1 22.2 2 18.8 12 9.5 4

Admissions & Records Office 217 13.4 29 13.7 7 16.7 3 8.9 4 11.4 4Provost’s Office--CYP, NRG, PIN 157 13.4 21 7.7 1 10.4 7 4.8 1 20.0 3 12.5 1Learning Lab 108 13.0 14 22.2 2 4.8 1 18.2 2 15.0 3 15.0 3Financial Aid Office 80 12.5 10 12.5 2 25.0 4 12.5 2Evening Supervisor's Office 108 10.2 11 20.0 1 23.1 6 9.1 2 5.6 1Food Service (NRG, PIN) 98 10.2 10 8.8 5 4.8 1 33.3 1Mailroom Services 267 10.1 27 16.7 2 6.5 4 15.4 4 15.4 6 6.8 3Testing Center 187 9.1 17 1 8.2 4 16.1 5 11.1 3

Duplication Services 290 7.6 22 11.7 7 15.0 3 9.8 6 7.5 3Learning Resource Services 210 3.8 8 6.3 1 5.0 1 4.8 2 4.5 2

NOTE 5: includes offices with at least 80 respondents overall

NOTE 3: *indicates all respondents, including all campuses, HBC, off-campus, and unknown, who were dissatisfied

NOTE 4: bold borders indicate offices with dissatisfaction ratings at least 5% above All Respondents and with at least 5 respondents

NRG PIN RGC RVSCampus-based Offices/Services

All Respondents* CYP EVC

Table 19

Campus-based Offices/Services:Dissatisfaction with "Overall Service" by Percent of All Respondents Dissatisfied

NOTE 1: very dissatisfied and dissatisfied ratings were aggregated into a single rating, "dissatisfied"

NOTE 2: respondents were asked to select one campus with which they were most familiar; percentages are of all respondents who selected that campus



% n % n % n % n

Advising Office 37.5 9 41.7 10 41.7 10 41.7 10Campus Police 26.6 17 31.7 20 30.2 19 28.6 18Counseling Office 21.7 5 31.8 7 22.7 5 27.3 6Custodial Services 35.9 14 36.8 14 35.1 13 34.2 13Evening Supervisor's Office 25.9 7 23.1 6 19.2 5 23.1 6Room Scheduling Services 31.0 9 34.5 10 25.0 7 31.0 9

Bursar's Office 23.4 11 28.3 13 28.3 13 28.9 13Campus Manager's Office 17.1 6 22.2 8 22.2 8 25.0 9Mailroom Services 13.2 5 18.4 7 13.2 5 15.4 6Provost's Office--EVC, RGC, RVS 17.2 11 17.2 11 21.9 14 18.8 12Testing Center 16.1 5 16.1 5 22.6 7 16.1 5

Advising Office 32.0 8 40.0 10 36.0 9 36.0 9Bookstore 41.2 14 48.5 16 39.4 13 43.8 14Bursar's Office 43.2 16 34.3 12 41.7 15 41.7 15Campus Manager's Office 19.1 9 22.2 10 17.8 8 22.2 10Campus Police 17.8 8 23.3 10 28.6 12 23.8 10Counseling Office 36.4 8 36.8 7 40.0 8 35.0 7Custodial Services 37.0 17 38.6 17 26.7 12 33.3 15Micro Computer Support Services 34.8 8 31.8 7 31.8 7 36.4 8Office of the Campus Dean of Student Services 33.3 6 38.9 7 44.4 8 38.9 7Room Scheduling Services 20.0 6 13.8 4 24.1 7 20.7 6

overall

Northridge

Rio Grande

Riverside

Campus-based Offices/Servicespromptness quality attitude

Table 20

Campus-based Offices/Services:Ratings of Dissatisfaction with Promptness, Quality, Attitude, and Overall Service

NOTE 1: very dissatisfied and dissatisfied ratings were aggregated into a single rating, "dissatisfied"NOTE 2: includes offices with dissatisfaction ratings for overall service at least 5% above All Respondents (includes all campuses and unknown) and with at least 80 respondents overall


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Admissions, employment and program policies of Austin Community College are nondiscriminatoryin regard to race, color, sex, age, religion, veteran status, disability or political affiliation.

BOARD OF TRUSTEESDr. Lillian Davis, Chair

Beverly Silas, Vice ChairJohn Worley, Secretary

Beverly Watts DavisAllen Kaplan

Dr. Barbara MinkDella May Moore

Dr. Carol NasworthyRafael Quintanilla

Dr. Richard Fonté, President

5930 Middle Fiskville RoadAustin, TX 78752

Employee Satisfaction Survey Spring 2000 Results and Analysis€¦ · Employee Satisfaction Survey...

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